Senior IT Service Delivery Manager

J30420
Negotiable
21. May 2019

Key responsibilities:
Support the improvement, growth and implementation of service delivery processes that are robust and fit for purpose; establishing clear service levels that are aligned to the business requirements

Take a leading role in the commissioning, roll out and ongoing maintenance and improvement of the Group’s new service delivery management tool Ivanti

Ensure that IT Service performance is measured and managed against best practice industry benchmarks, providing feedback / reporting to service consumers. Develop regular team reporting as part of the Group’s monthly IT performance management report

Align team operations to the ITIL industry standard service framework, encouraging all team members to follow the ITIL accredited training providing a common standard of service, whilst developing team members for the future

Apply logical thinking, information gathering and analysis to formulate both short term day-to-day and longer-term service delivery plans, to identify and analyse options and assess feasibility and operational impacts

Build a central Service Desk that acts as a single point of contact for IT services consumed by the business

Be the point of escalation for IT support issues. Analyse and resolve persistent issues based on root cause analysis

Develop the Problem Management function to ensure a pro-active approach to Service Management

Act as the chair of the Change Approval Board

Manage the cost of service delivery in line with the agreed budget

Build a strong collaborative relationship with business users and stakeholders and gain a good understanding of the business needs that are supported by the services

Act as point of contact for internal and external audit activities

Contribute across all disciplines to the senior operational management team forum

Skills, knowledge, expertise:
Previous practical IT Service Delivery Management experience within a financial services business, supported by a relevant professional qualification

Strong understanding of ITIL standards and proven experience of using them

A broad technical understanding of a wide range of platforms and technologies

Ability to lead, coach and mentor a team aligning to the Groups values

Good understanding of technical principles

Strong internal and external communication and interpersonal skills, together with the ability to develop good working relationships within the business, the IT team and with other service providers

A positive and proactive approach to service delivery

Proven ability to quickly learn new information, processes and procedures

Proven ability to meet deadlines and identify and deal with problems

Travel to other jurisdictional offices will be required

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